Terms & Conditions

We aim to make buying travel insurance online as quick and as easy as possible by providing you with all the information you need to make your purchase decision.

Please take a moment to read about our:

  • Promise of Service
  • Terms of Business
  • Privacy Policy
  • Promise of Service

We will:

  • ensure that all enquiries are dealt with by trained, professional staff empowered to give clear and concise answers;
  • ensure that claims will be handled efficiently and professionally;
  • correct any mistakes and handle any complaint quickly.

Money Back Guarantee

If for any reason your travel insurance policy does not meet your requirements, contact us within 14 days of purchase and we will make a full refund, providing that a reason to claim does not exist and you have not yet travelled.


All our policies comply with the standards and regulations as laid down by the Financial Conduct Authority which covers:

  • All matters relevant to the fair treatment of customers;
  • Financial requirements of intermediaries;
  • Complaints procedures and the availability of redress;
  • Competence and training of insurance employees.

For more information, please visit www.fca.org.uk

Terms of business

Please read these terms and conditions carefully as they contain important information about the use of this site and the insurance products it offers. In all cases the Policy Document contains the full terms and conditions for the insurance product and is not changed or altered by any of the following.

Important Information about our travel insurance products:


Neither Primary nor Primary Group Company will be liable for any loss or damage arising from your use of this website.


Travel Insurance Facilities on behalf of Union Reiseversicherung AG UK.

Trade Marks, Copyright and other Intellectual Property rights

Primary or its Group Companies claim rights to all trademarks, service marks and logos contained on this site. All rights are expressly reserved. Copyright and all other intellectual property rights existing within this website belong to Primary or its Group Companies, unless otherwise indicated, and may not be used, sold, licensed, copied or reproduced in whole or in part without the prior written consent of Primary. These intellectual property rights including, without limitation, all database rights and rights in designs in all cases whether registered or unregistered - are hereby reserved.

You are not permitted to download, print, redistribute or extract any information from this website other than for your personal, non-commercial use. You are not permitted to reproduce, modify or in any way change any of the information available on this website.

Our Website Availability, Accuracy and Validity of Information Primary take all reasonable steps to ensure that the information contained within these pages is at all times accurate at the date of publication. We do not accept any liability for any errors or omissions within it. If you are in any doubt as to the validity or accuracy of any information on this website then please contact us immediately.

Primary endeavour to ensure our website is accessible at all time, however we will not be held liable if, for any reason, the website is unavailable for any period of time. We have the right to suspend access to the website for updates and maintenance without notice but we will of course always try to keep any disruption to a minimum.

In addition we cannot warrant that this website will be free of viruses or defects of any description and we will not be held responsible for any technical problems you may suffer as a result of your use of this website.


By purchasing insurance through our website you are deemed to have accepted our terms so please read the policy wording carefully.

Block Transfers

In respect of some classes of insurance we may operate block insurance arrangements in order to provide competitive terms. On occasions it will be necessary for us to transfer such blocks from one insurer to another where this is beneficial to our clients.

This document constitutes both your acceptance that we do this and your prior request for us so to do.

Third Party Websites & Hyperlinks

This website also contains hypertext links to websites operated by third parties. The responsibility for the operation and content of those websites rests solely with the company controlling the third party website and will be governed by separate terms and conditions. We do not accept any responsibility or liability for the contents of any linked website.


We reserve the right to amend these terms from time to time without notice to you.

Renewal of annual travel insurance policies

All renewals are at our discretion.

We will notify you that your policy is due for renewal 28 days before it expires and include a quotation based closely on your current cover type. Where possible we will automatically renew your policy for a further 12 months.

Automatic credit card renewal ensures that you never have to worry about travelling uninsured. We will debit your payment card annually. Contact details will be provided along with your renewal quotation so that you can get in touch if you need to make any changes to your cover, for instance; declare a medical condition, add extra cover for sports or activities, change the geographic area or the level of cover required. Payment will be taken from your card on the renewal date. If we are unable to renew your policy for any reason, we will contact you by email, letter or telephone.

If you would prefer not to automatically renew your annual travel insurance you can let us know by email, telephone or letter at any time. In this instance we will contact you to let you know when your policy is due to expire but will not issue a new policy or charge your card unless you instruct us to do so.

Once your policy has been renewed, whether automatically or after your instruction, you have a 14 day cooling off period, when you can cancel the cover and receive a full refund, provided no claim has been made. We are unable to automatically renew your policy if you have any pre-existing medical conditions.

Territorial Availability

The Insurance, herein referred to or offered for sale, is only available to habitual residents of the United Kingdom.


The Underwriter and You are entitled to choose the law applicable to the insurance contract. The Underwriter chooses English law and, in the absence of any agreement to the contrary, English law shall apply.

Premiums and Premium Refunds

All premiums include Insurance Premium Tax (IPT) at the prevailing rate. This insurance is non-transferable. No premium will be refunded, either in full or on a pro-rata basis, after the expiry of the money-back guarantee period. See our Promise of Service for further details.

Security and Privacy Policies

UK General Insurance Ltd always endeavor to protect your information and provide you with a secure and efficient service. We adhere to guidelines and requirements of Lloyds of London, Consumer Credit Act and the Data Protection Act.

Provision of the Online Booking Service (Service)

In order to purchase any insurance product you must be, and you represent and warrant that you are, at least 18 years of age. You may buy an insurance policy on behalf of someone under the age of 18 years of age. The Service is accessed via a telecommunications connection. You are responsible for the provision of and payment for telecommunications services plus a suitable PC, modem and any other items of hardware or communications equipment necessary to enable you to access the Service. In no circumstances will we be able to issue refunds against charges you incur for such items or services. You are responsible for the costs incurred in contacting the Customer Services Call Centre and in no circumstances will we be able to issue refunds against these charges.

Use of the Service

You agree to use the Service for lawful purposes only, and in a manner which does not infringe the Rights of, or restrict or inhibit use or enjoyment of the Service by any other persons. The Service must not be used:

  • Fraudulently or in connection with a criminal offence;
  • To impersonate others which conceals identity.

Policy Document

You should read the insurance Policy Document carefully. It gives you full details of what is and is not covered and the conditions of the cover. Cover will vary from policy to policy.

Conditions, Exclusions and Warranties

Conditions and exclusions will apply to individual sections of your insurance policy, while general exclusions, conditions and warranties will apply to the whole of your insurance policy.

Duty of Disclosure

A contract of insurance requires you to disclose all relevant facts and to give full and true answers to all questions. If you fail to do so your insurance cover may not protect you in the event of a claim.

Date Recognition Failure

Your insurance policy may contain exclusions for losses arising from the failure of equipment to correctly recognise the calendar date.


You acknowledge that the copyright in this website belongs to us. Accordingly this website (and its source HTML code) may not be used, transferred, copied or reproduced in whole or in part in any manner other than for private use only. You are prohibited from reproducing any part of this website in any material form without our prior permission.